We think we just called up John, the AOL rep fired after giving Vincent Ferrari a hard time when he tried to cancel, a rough time that was company policy. John ain’t saying much and didn’t want to talk to us. He wouldn’t even verify his identity, but the pauses are a dead giveaway.

TimeWarner announced yesterday an AOL makeover ot make more money with less subscribers. The profit hinged on $1 billion in cost cuts mainly coming from, “the company’s extensive marketing effort to attract new customers and retain old ones,” NYT reports.

AOL may be free, but that didn’t stop them from calling up Matt W. in Chicago, begging him to come back. The rep offered Matt a “new” version of AOL called, “Security Edition.” After an initial “trial period,” Matt could continue using AOL for $9.95/month.

At his peak, our interviewee “saved” over 87% of the people who called him up to cancel their account. We’re still working on editing the whole thing, and in fact, have to get on the phone with another consultant in a second here, but we wanted to share this teaser clip with you.